IT Support Assistant

Diversity Dashboard; Sheffield; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible working

Job summary

University of Sheffield is seeking an IT Support Assistant to deliver professional IT support to students and staff across campus locations. You will diagnose and resolve moderate to complex issues, working with hardware, software and network problems while contributing to service improvements.

The role offers opportunities for career development within IT support and requires good communication and technical skills to support teaching, learning and research activities.

Qualifications

• Good technical aptitude and problem-solving abilities.
• Competent communication skills for students and staff.

Responsibilities

• Provide responsive IT support to students, staff and academics across campus locations.
• Support the IT service desk and on-site locations with hardware, software and systems.
• Process and manage IT support tickets using TOPdesk with accurate documentation.

Skills

Technical aptitude

Problem-solving

Communication

Education

A-Level, BTEC, or IT-related qualification

Job description

The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. Find out more about our benefits (opens in a new window) and join us to become part of something special.

Overview

The IT Support Assistant plays a crucial role within both central IT Services and Faculty IT teams at the University of Sheffield. This position requires a good technical aptitude, problem-solving skills, and competent communication abilities to deliver professional IT support to students and staff across the university.

You will provide comprehensive technical support for a range of IT systems and services, diagnosing and resolving moderate to complex technical issues with minimal supervision. Working across campus locations, you'll apply your technical knowledge to address hardware, software, and network problems while contributing to the continuous improvement of IT services.

This role offers excellent opportunities for career advancement in IT support. As a valued team member, you'll develop specialised technical skills while supporting the university's teaching, learning, and research activities through reliable and efficient IT services.

Main duties and responsibilities

• Provide responsive IT support to students, staff and academics, resolving common technical issues and escalating more complex problems according to established procedures
• Support the IT service desk and TechBar locations across central and faculty locations, delivering in-person assistance with hardware, software, and systems
• Process and manage IT support tickets using the university's service desk system (TOPdesk), ensuring accurate documentation and timely updates
• Troubleshoot basic issues with Windows and macOS devices, peripherals, software applications, and network connectivity
• Assist users with university-specific systems including email, VPN, Wi-Fi, printing services, and learning management platforms
• Set up and configure equipment including computers, monitors, printers, and other peripherals
• Maintain and contribute to IT knowledge bases and self-help resources for common issues
• Participate in IT induction sessions for new staff and students, providing guidance on university systems
• Support the preparation and deployment of IT equipment for university events and the start of academic terms
• Develop understanding of faculty-specific IT requirements to provide tailored support across different academic areas
• Gather user feedback to help improve IT services and identify recurring issues
• Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

• • A-Level, BTEC, or equivalent qualification in an IT-related field, or 1-2 years of practical experience in IT support
  • Essential
  • Application